Job type
PermanentLocation
LondonWorking Pattern
Full-timeSpecialism
Call Centre AnalyticsIndustry
Banking & Financial ServicesPay
£95,000 - £100,000
Head of Customer Operations, Financial Services, £100,000, London, Immediate Start!
Our client, a fast-growing Wealth Management platform whom have scaled from to 400 FTE in their 10-year existence (with plans to continue growing at this rate!), are looking to recruit an experienced, dynamic Head of Customer Operations to join their business. Working on a hybrid basis (2/3 days a week in the London HQ) and with plenty of opportunity to grow into a Directorship position fairly quickly, this is an incredible opportunity for the right candidate!
Our client help their customer base to build wealth throughout their lives via saving/investing, and offer an incredible experience every step of the way. As the company are continuously looking to improve/develop their customer offering, they are now seeking an industry-relevant (Financial Services/Regulator) candidate to lead their Operations function. In a nutshell, your responsibilities will include:
- Leading/scaling the company's core operational delivery team(s)
- Ensuring each function operates with accuracy/efficiency/compliance, building the operational capability to support long-term growth
- Designing/delivering new customer strategy(s), in addition to committing to an incredible customer experience - ensuring that every process/policy/decision supports this
- Driving process efficiency and automation whilst maintaining strong regulatory compliance
- Fostering a high-performance, customer-centric culture
- Overseeing a team of 50 FTE, including 2 x Senior Managers / 8 x Team Leaders
- Using data and insights to improve performance - defining KPI's/SLA's
- Maintaining strict oversight of all compliance levers, ensuring zero risk
- Acting as a senior advocate for Customer Operations - building strong partnerships within Operations and with other internal teams (Product/Engineering/Compliance/Finance, etc)
In order to be considered for this position, it is ESSENTIAL that you have the following:
- Experience of leading a high-performing Customer Operations team within a Financial Services/regulated environment
- Experience of leading other Leaders (Managers/Team Leads, etc) - improving others' ability to manage/inspire
- Personality and ability to work in a fast-paced scale-up environment
- Customer-focused and commercially-minded
- Analytical and data-driven - genuine desire to drive continuous improvement / ability to use performance metrics to drive accountability
- Influential communicator with the ability to secure alignment across senior stakeholders
- Genuine desire to progress/grow
- Fun, sociable personality
In addition to a very competitive salary, our client are also offering the following:
- Incredible progression opportunities (clear pathway to a Directorship)
- Hybrid-working model (in the office 2/3 times a week, with the remainder WFH)
- Incredible office atmosphere/culture
- Company pension scheme / Private Medical Insurance
- Home office furniture allowance / personal annual Learning & Development budget
Our client help their customer base to build wealth throughout their lives via saving/investing, and offer an incredible experience every step of the way. As the company are continuously looking to improve/develop their customer offering, they are now seeking an industry-relevant (Financial Services/Regulator) candidate to lead their Operations function. In a nutshell, your responsibilities will include:
- Leading/scaling the company's core operational delivery team(s)
- Ensuring each function operates with accuracy/efficiency/compliance, building the operational capability to support long-term growth
- Designing/delivering new customer strategy(s), in addition to committing to an incredible customer experience - ensuring that every process/policy/decision supports this
- Driving process efficiency and automation whilst maintaining strong regulatory compliance
- Fostering a high-performance, customer-centric culture
- Overseeing a team of 50 FTE, including 2 x Senior Managers / 8 x Team Leaders
- Using data and insights to improve performance - defining KPI's/SLA's
- Maintaining strict oversight of all compliance levers, ensuring zero risk
- Acting as a senior advocate for Customer Operations - building strong partnerships within Operations and with other internal teams (Product/Engineering/Compliance/Finance, etc)
In order to be considered for this position, it is ESSENTIAL that you have the following:
- Experience of leading a high-performing Customer Operations team within a Financial Services/regulated environment
- Experience of leading other Leaders (Managers/Team Leads, etc) - improving others' ability to manage/inspire
- Personality and ability to work in a fast-paced scale-up environment
- Customer-focused and commercially-minded
- Analytical and data-driven - genuine desire to drive continuous improvement / ability to use performance metrics to drive accountability
- Influential communicator with the ability to secure alignment across senior stakeholders
- Genuine desire to progress/grow
- Fun, sociable personality
In addition to a very competitive salary, our client are also offering the following:
- Incredible progression opportunities (clear pathway to a Directorship)
- Hybrid-working model (in the office 2/3 times a week, with the remainder WFH)
- Incredible office atmosphere/culture
- Company pension scheme / Private Medical Insurance
- Home office furniture allowance / personal annual Learning & Development budget
Our client are looking to move very quickly on this (however would, of course, wait a notice for the perfect hire!), so any interested candidate(s) are urged to apply at their earliest convenience!
